Presentation by Kuldar Taveter, Senior Consultant in e-Government and Digital Economy, Estonia, at the 3rd and last seminar in the series, held on 1 April 2021, which puts the focus on moving towards seamless public service delivery. This 3rd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

1. © OECD
Invisible service delivery
around life events
How to go about designing proactive
seamless services based on life events?
Prof Dr Kuldar Taveter, Senior Consultant in e-Government
and Digital Economy, Modern Systems Analysis Ltd, Estonia
1 April 2021

2. Overview
• Notion of proactive services
• Life goals and intentions
• Co-design of proactive life event services
• Perspectives of interaction, information and behaviour
• Interaction perspective
• Information perspective
• Behaviour perspective
• From citizen goals to administrative processes
• Matching citizen goals with capabilities by the government
2

3. Proactiveness in digital services
• Flipping the service delivery from “pull” to “push”
• Seamless delivery of timely information and services
• Rooted in life events, needs, preferences, circumstances, and
location
• Personalised, adaptive, discreet, unobtrusive
3

4. Proactive services
• Proactive services are the direct public services provided by an
authority on its own initiative in accordance with the presumed
will of persons and based on the data in the databases
belonging to the state information system. Proactive services
are provided automatically or with the consent of a person
(Regulation “Principles for Managing Services and Governing
Information”, passed by the Government of Estonia on
25.05.2017)
• For example: renewing an ID card, technical assessment of a
vehicle
4

5. From one-stop shop to no-stop shop
5
By Sholta, Mertens, Kowalkiewicz, & Becker (2019)

6. Hierarchy of life goals and intentions
6
Based on Chulef, Read, & Walsh (2001),
using the EVENDRISER™️ methodology

7. Co-design of proactive life event services
• What the service should do?
• How the service should be?
• How the service should feel?
• Who should be involved in the service?
7

8. Do-Be-Feel™️ method of co-design: Getting a child
Do Be Feel Who
Support birth event Timely Informed Parent
Support financially Precise In control Co-habiting Parent
Enable parental leave Transparent Satisfied Parent Living Abroad
Support paperwork Automated Trustful Social Worker
Support health check-ups Proactive Assured Employer
Support planning With multiple options Fearless Midwife
Plan for benefits Continuous Cared for Family GP
Receive benefits Simple Fair Social Insurance Board
Name the child Fast Festive Municipality
Register the child Electronic -Ignorance Healthcare Provider
Include child in the queue
for childcare
Following once-only
principle
-Scared of making
mistakes
Get documents for the child Secure -Nervousness
Plan for parental leave Location-independent -Confusion
Take parental leave Usable 8

9. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process model
Service implementation Capability model
9

10. The EVENDRISER™️ methodology: Process
10

11. The EVENDRISER™️ methodology: Artefacts
• Behaviour modelling → Goal model: Represent what the
system should do or achieve?
• Information modelling → Domain model: What kind of
information should be represented by the system?
• Interaction modelling → Actor dependency model: How do
actors performing particular roles depend on each other for the
fulfilment of goals?
11

12. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
12

13. Do-Be-Feel™️ method of co-design: Getting a child →
Do Be Feel Who
Support birth event Timely Informed Parent
Support financially Precise In control Co-habiting Parent
Enable parental leave Transparent Satisfied Parent Living Abroad
Support paperwork Automated Trustful Social Worker
Support health check-ups Proactive Assured Employer
Support planning With multiple options Fearless Midwife
Plan for benefits Continuous Cared for Family GP
Receive benefits Simple Fair Social Insurance Board
Name the child Fast Festive Municipality
Register the child Electronic -Ignorance Healthcare Provider
Include child in the queue
for childcare
Following once-only
principle
-Scared of making
mistakes
Get documents for the child Secure -Nervousness
Plan for parental leave Location-independent -Confusion
Take parental leave Usable 13

14. Goal model for getting a child
14

15. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
15

16. Domain model for getting a child
16
Birth
Registers
Registers
Provides
Registers
Provides
Is informed on
Pregnancy
Registers
Is informed on
Social Insurance Board
Healthcare Provider
Family and child
benefits
Ministry of Interior
Identifies
Is associated with
Receives
Municipality
Parent
Is associated with
Employer

17. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
17

18. 18
Parent
Healthcare
Provider
Receive
healthcare services
for the pregnant
Father Mother
Receive
healthcare services
for the mother and child
Ministry of Interior
Establish fatherhood
Register pregnancy
Register birth
Name the child
Obtain documents for the child
Social Insurance Board
Calculate family and child benefits
Municipality
Receive family and child benefits
Healthcare Provider
IS
Social Insurance IS
(SKAIS)
Population
Registry
Municipality IS
Pregnant
Woman
Mother with Child
Receive
family benefits
for the pregnant
Actor dependency
model for getting a child

19. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
19

20. 20
Business
process
model for
getting a child
Have
a
child
Social
Insurance
Board
Mother
with
Child
Father
Pregnant
Woman
Pasrent
Calculate benefits Pregnant?
Pregnancy
established
Child is born
Receive healthcare services for the pregnant
Population Registry
Register
pregnancy
Receive healthcare services for the mother and child
Register birth
Population Registry
The mother and
the child go home
Provide family
and child benefits
Population Registry
Name the child
Obtain
documents for
the child
Population Registry
Establish
fatherhood
Provide family
benefits for the
pregnant
Child turns 18
No
Yes

21. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
21

22. Technical capabilities required for getting a child
• Person identification
• Calculation of benefits
• Pregnancy registration
• Registration of medical check-ups
• Birth registration
• Name registration
• Fatherhood assumption
• Provision of documents
• Acceptance/rejection of benefits
22

23. Implementation principle
23
Vaher, K. (2020). Next Generation Digital
Government Architecture. Estonian Ministry
of Economic Affairs and Communications.

24. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
24

25. Goal model for retiring (1)
25

26. 26
Goal model
for retiring (2)

27. 27
Goal model
for retiring (3)

28. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
28

29. 29
Domain model for retiring

30. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
30

31. 31
Actor dependency
model for retiring
Citizen
Working Age Citizen Retired Citizen
Employer
Start employment
Be employed
Pay social tax
Social
Insurance
Board
Calculate pension
Ministry of Interior
End retirement
Be retired
Pay to
pension fund(s)
Pension
Fund
Pay social tax
Contribute to
pension
Social Insurance IS
(SKAIS)
Population
Registry
Pension Registry
Pension Fund IS

32. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
32

33. 33
Business
process
model for
retiring
Have
a
child
Working
Age
Citizen
Retired
Citizen
Obtain
documents for
the child
Prepare for retirement
Calculate benefits
Be employed
Join pension
fund
Pay social tax
Pay to pension
fund(s)
Be retired
Receive pension
Person dies
No
Yes
Started working?
Social Insurance IS
Social Insurance IS
Yes
No
Pension Registry Pension Registry
Right to retire? Pre-retire Retire
Pause retirement Continue
retirement

34. The EVENDRISER™️ methodology
Viewpoint models Viewpoint aspect
Abstraction layer Interaction Information Behaviour
Problem domain
analysis
Actor dependency
model
Domain model Goal model
Service design Business process models
Service implementation Capability models
34

35. Technical capabilities required for retiring
• Person identification
• Pension calculation
• Employment registration
• Joining pension fund(s)
• Social tax registration
• Registration of contributions to pension fund(s)
• Starting retirement
• Pausing retirement
• Ending retirement
• Death registration 35

36. Extreme cases are more complex: A business process
for a person with reduced work capacity
36

37. © OECD
Thank you!
Any questions?